- The Beryl Institute
To develop the Institute's definition of patient experience, we formed a work group of patient experience leaders from a cross-section of healthcare organizations. The group shared perspectives, insights and backgrounds on what patient experience means to them and collaboratively created this definition. We believe it provides a terrific starting point for the conversation around this important issue.
Critical to the understanding and application of this definition is a broader explanation of its key elements:
Interactions: The orchestrated touch-points of people, processes, policies, communications, actions, and environment
Culture: The vision, values, people (at all levels and in all parts of the organization) and community
Perceptions: What is recognized, understood and remembered by patients and support people. Perceptions vary based on individual experiences such as beliefs, values, cultural background, etc.
Continuum of Care: Before, during, and after the delivery of care
Industry leaders are applying this definition:
"Vanderbilt will be able to use this as a starting point for defining our strategic approach and long term direction."
Marsha Price
Director of Service Improvement
Vanderbilt University Medical Center |
"I plan to incorporate the definition in all patient experience initiatives. From reorganizing and restructuring New Employee Orientation to education updates for all current employees, the ideals in the definition will support the basis for development."
Juan Luna
Patient Experience Coordinator
Medical Center of Arlington, HCA
|
"The definition will allow me as a driver in improving the patient experience at our organization to include those key elements (interactions, current culture, perceptions, across the continuum of care) in our discussions to encourage a more integrated, quality experience that exceeds the expectations of each patient."
Paul Clarke
Patient Experience Coordinator
NCH Healthcare System
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